EasyJet passengers claim they were left ‘in tears’ when their flight from Inverness Airport was cancelled – with the airline also probing allegations against the crew
Passengers said they felt ‘abandoned’ by easyJet crew (stock)(Image: Callum Mackay./Cover Images)
EasyJet passengers said they were “in tears” and felt “abandoned” after being stuck on a plane for nearly four hours.
The flight was due to leave Inverness Airport for Gatwick at 4.05pm last Thursday, but was caught up in an air traffic control failure which caused chaos for hundreds of travellers. Passengers on board the EZY848 service boarded as usual but then failed to take off.
Cabin crew are said to have assured them that there would be help with transport and accommodation, but this allegedly failed to materialise, leaving them feeling “completely abandoned” by the airline. EasyJet is also investigating a separate allegation that members of the EZY848 crew were rude and disrespectful to passengers in the bar of the nearby Courtyard by Marriott Inverness Airport later that evening.
An easyJet flight was delayed and then cancelled at Inverness Airport (file)(Image: James Mackenzie./Cover Images)
READ MORE: Flight declares mid-air emergency as fire erupts minutes after Gatwick take-offREAD MORE: Shocking moment gang blow up armoured car after highway shootout with cops
Passenger Lorraine Cranwell said: “We boarded at 3.30pm and sat on the tarmac for four hours, forced to pay for food and drinks. We were threatened that if we got off the plane, easyJet would not help us and we would lose our money.
“We all got told to get off the plane at 7.30pm and then discovered easyJet were not going to help us with accommodation or transport. I don’t want to fly with them, but they are the only option to Gatwick.”
Another passenger, who only wanted to be known as Kate, said: “We were literally abandoned at the terminal building. We were informed by the pilot that when we got back to the terminal we would be receiving communication from easyJet regarding overnight accommodation and that we would be ‘looked after’.
“This was not the case. (We were) totally abandoned. EasyJet eventually told us to make our own arrangements. It was chaos. No hotels were available as, presumably, people on earlier cancelled flights had booked all the rooms. I luckily managed to book a flat through booking.com, but then couldn’t get there as there were no taxis.
“I was quoted £120 for a taxi to the city centre by an online (site) and seven other companies said they couldn’t help. At an extraordinary cost, I was lucky to get the last hire car available. I finally arrived in the city centre at 10pm exhausted and stressed out about whether our delayed flight would take off as planned at 6.45pm (on Friday).
“These things happen, I know, but the way easyJet just abandoned so many people is appalling. People were in tears, standing around bewildered, with no help at all.”
Kate also said during the long wait on the plane, passengers had to pay for their own refreshments. She added: “I normally love easyJet and speak up for them, but this was not how to treat loyal customers.”
Neil Payne said his partner had also had a distressing experience. “They were stuck on the plane for hours and then dumped at the airport, late at night,” he said. “There was no support, no buses and no taxis, except ones asking crazy prices. Things happen, but you can’t just abandon people.”
Disruption at the Highlands & Islands Airports (HIAL) operated airport meant no departures or arrivals were possible until Friday. The EZY848 flight to London Gatwick was rescheduled to depart on Friday evening instead.
An easyJet spokesperson said: “Due to the temporary closure of Inverness Airport’s runway on Thursday afternoon, flight EZY848 from Inverness to Gatwick was delayed overnight. We always do all we can to support customers and our team at Inverness arranged hotel accommodation and transfers for customers and also advised that anyone who booked their own would be reimbursed.
“The safety of customers and crew is easyJet highest priority and while this was outside of our control, we are sorry for the inconvenience caused.”
With regards to the allegations of crew misbehaviour at the Marriott hotel, easyJet said: “We take claims of this nature very seriously and this is currently being investigated.”
A HIAL spokesperson claimed airport staff also assisted passengers. He said: “A technical fault meant that flight schedules for Inverness Airport were disrupted yesterday.
“The team at Inverness Airport worked closely with airline partners to assist passengers with accommodation and to enable them to resume their journeys on the next available flights. We apologise for any disruption to passengers and the inconvenience this may have caused.”
The Mirror has contacted easyJet for comment.
